The U.S. hotel industry saw occupancy rates reach 67% in October 2024 (Statista, 2024). In such a high-demand period, success isn’t just about elegant rooms or luxurious amenities—it’s about how every guest feels during their stay.

In this episode of The Modern Customer podcast, Bashar Wali, Founder & CEO of This Assembly and Practice Hospitality, shares his expertise on crafting exceptional guest experiences through emotional intelligence, authentic connections, and a culture of care.

Drawing from decades of experience, Bashar dives into the power of hiring the right people, turning routine interactions into meaningful moments, and addressing guest feedback with transparency and empathy.

Whether it’s building team loyalty or creating memorable experiences, this conversation offers actionable insights every hospitality professional can apply right away.

Tune in now to discover how emotional intelligence and a people-first approach are redefining hospitality success.

Key Highlights for Easy Listening:

05:31 The Power of Emotional Intelligence in Building Hospitality Teams

07:53 Understanding Emotional Connections: Love Languages in Guest Experiences

12:29 Memorable vs Transactional Experiences: What Truly Matters to Guests

15:07 Service Recovery: Addressing Bad Reviews with Transparency

18:53 Creating a Culture of Care: Retaining Top Talent in Hospitality

21:27 Key Takeaways and Final Thoughts on Elevating Guest Experiences

Learn more about Bashar Wali and his work at hotelier.life.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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This week on The Modern Customer Podcast, Meridith Elliott Powell—an award-winning sales keynote speaker and master certified business growth strategist—reveals how embracing uncertainty can fuel growth, resilience, and success in both life and business.

With over 600,000 learners completing her LinkedIn course, Meridith shares powerful insights on mindset shifts, the often-overlooked power of small details, and actionable strategies for entering 2025 with clarity, purpose, and momentum.

If you're ready to turn uncertainty into your greatest advantage and step confidently into the new year, this episode is packed with insights you won’t want to miss!

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, dives into how unified communication tools are elevating customer experience in modern contact centers.

Damon shares how GoTo enables businesses to meet customers on their preferred channels—whether it’s SMS, social media, or web chat—fostering deeper connections and creating seamless experiences. From simplifying IT operations to leveraging AI for faster agent onboarding and smarter workflows, GoTo equips businesses with the tools to deliver efficient and meaningful interactions.

If you’re looking to enhance customer experience and stay ahead in the evolving world of modern contact centers, this episode is a must-listen!

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.